SAP Knowledge Base Article - Public

2841703 - How to Add a Knowledge Base Article URL to a Ticket Interactions

Symptom

You want to know how to add a knowledge base article URL to a ticket interaction

Environment

SAP Cloud for Customer core applications

Resolution

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open ticket XXX (XXX represents the ticket ID).
  4. Go to the Solution Finder facet.
  5. In the Knowledge Base tab search for the desired article.
  6. Click the Copy function.ActionCopy.png
  7. Go to the Interactions facet.
  8. Click on New.
  9. Click the Paste KB Articles button.
  10. PasteArticle.png 
  11. Article URL will be inserted.

Once article has been added to the ticket interaction, it will also be displayed in the Solution Used tab of the Solution Finder facet.

Keywords

Knowledge Base, Solution Finder, Solution Used, KB, KB article , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer core applications all versions